Senior Support Analyst

Job Location(s) US-LA-Lafayette
Posted Date 2 weeks ago(2/8/2018 10:57 AM)
Job ID
# of Openings
Technology Experts - Technical Consultant




At Perficient you’ll deliver mission-critical technology and business solutions to Fortune 500 companies and some of the most recognized brands on the planet. And you’ll do it with cutting-edge technologies, thanks to our close partnerships with the world’s biggest vendors. Our network of offices across North America, as well as locations in India and China, will give you the opportunity to spread your wings, too.


We’re proud to be publicly recognized as a “Top Workplace” year after year. This is due, in no small part, to our entrepreneurial attitude and collaborative spirit that sets us apart and keeps our colleagues impassioned, driven, and fulfilled.



Perficient currently has a career opportunity for a Senior Support Analyst in our Managed Service Offering Team.


Job Overview:

Perficient currently has a career opportunity for a Skype for Business Senior Support Analyst in our Lafayette office. The Skype for Business Senior Support Analyst (SFB SSA) is a seasoned technical consultant with 6+ years of experience leading and supporting unified communications environments and is considered an expert in their field. The Senior Support Analyst will serve as a technical leader and support in the creation and delivery of Unified Communications and Skype for Business Managed Services Offerings designed to meet customers’ business needs. This individual should have a mastered understanding of the industry-standard concepts for Skype for Business Online, Microsoft Office 365 Exchange Online, One Drive for Business, Active Directory 2008/2012, Microsoft Exchange Server 2010/2013 environments and Networking Infrastructure. This individual should also have 2+ years of experience providing technical pre-sales support for Skype for Business combined with Exchange Online Managed Services, with enterprise level customers. This position requires deep expertise in Microsoft on-premises technologies, Microsoft cloud technologies, strong relationship skills and excellent communication skills. The responsibilities of this role are comprised of about 50% pre-sales support and 50% providing Managed Services to our clients.


The SFB SSA is the primary technical resource assigned to Skype for Business/Exchange Managed Services opportunities and works closely with the other members of the sales team to win new business. The SFB SSA is responsible for leading scoping calls with customers, putting together work effort estimates, assembling the initial staffing plan and is the primary creator of the statement of work (SOW) contract. The SFB SSA is often required to pull in additional SMEs to put together a complete solution for the customer.



The SFB SSA reports to and works closely with our Practice Directors to determine pursuit strategy, ensure quality of deliverables, and also to create new sales strategies and offerings for each fiscal year. Knowledge of Unified Communications, Hybrid Exchange Environments, MIM, SCCM, and Azure platforms is a plus.

  • Analyzes, defines, and documents Functional, Technical and Business Requirements; documents Technical Architecture
  • Performs verbal and written communication with Customer; performs verbal and written communication with Technical and Non-Technical persons; responds professionally to Customer’s requests
  • Can manage own tasks; communicates status to practice leads as warranted; completes tasks on-time and within budget
  • Stay abreast of latest Microsoft-based cloud technologies
  • Actively researches technologies
  • Demonstrates competency of practice through internal and external thought leadership
  • MSO estimation and team structure definition
  • Drive common vision, practices and capabilities across teams
  • Engage with business stakeholders to understand required capabilities, integrating business knowledge with technical solutions
  • Engage with Technical Architects and technical staff to determine the most appropriate support model to meet business needs
  • Demonstrate broad solutions technical leadership, impacting significant technical direction, exerting influence outside of the immediate team and driving change
  • Minimum 6 years of professional experience Supporting Microsoft infrastructure technologies
  • Minimum 3 years designing and delivering Microsoft cloud-based technologies
  • Leadership and team management experience with ability to provide strategic planning and oversight
  • At least 5 years of experience in a professional services company, consulting firm, or agency
  • Fluent and current on architecture trends with an eye on market/technical conditions and future direction
  • Experience leading customer workshop sessions to educate customers on the latest technology trends and best practices
  • Proven track record of leadership roles delivering support solutions
  • Demonstrated success in performing work and managing complex and/or large consulting projects
  • Proficient in authoring, editing and presenting technical documents and statements of work
  • Ability to elicit requirements and communicate clearly with non-technical individuals, development teams, and other ancillary project members
  • Excellent written and oral communication skills; ability to communicate effectively with technical and non-technical resources
  • Experience working with a globally distributed team
  • Desire to mentor younger team members and develop their skills
  • Experience working on multiple concurrent projects
  • Experience leading internal initiatives
  • Experience working with Skype for Business environments
  • Experience with Exchange Online
  • Experience with server virtualization, storage, and networking
  • Excellent problem-solving skills
  • Be independent and self-driven
  • Bachelor’s degree in Computer Science, Information Systems, or related field
  • Must be open to travel


Preferred Skills and Education:

  • Bachelor’s Degree in Computer Science or related field
  • Certifications in Microsoft cloud technologies

Perficient full-time employees receive complete and competitive benefits. We offer a collaborative work environment, competitive compensation, generous work/life opportunities and an outstanding benefits package that includes paid time off plus holidays. In addition, all colleagues are eligible for a number of rewards and recognition programs including billable bonus opportunities. Encouraging a healthy work/life balance and providing our colleagues great benefits are just part of what makes Perficient a great place to work. 


More About Perficient


Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution and value with outstanding digital experience, business optimization and industry solutions.


Our work enables clients to improve productivity and competitiveness; grow and strengthen relationships with customers, suppliers and partners; and reduce costs.  Perficient's professionals serve clients from a network of offices across North America and offshore locations in India and China. Traded on the Nasdaq Global Select Market, Perficient is a member of the Russell 2000 index and the S&P SmallCap 600 index.


Perficient is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national, origin, disability status, protected veteran status, or any other characteristic protected by law.


Disclaimer:  The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification.  Management retains the discretion to add or change the duties of the position at any time. 



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